Booking Terms & Conditions
When you or your Travel Agent wish to confirm a holiday booking you must pay a deposit of 40% per person. The deposit will only be refundable as set out in these booking conditions. Cancelling your holiday. When you make a booking, the lead name confirms that you understand and have accepted these booking conditions and our Important Holiday Information, which forms our booking conditions. We reserve the right in our absolute discretion to refuse to accept any booking without necessarily specifying a reason. Many airlines now require the full name of all passengers travelling. We will therefore ask you at the time of booking to provide us with your first forename (as shown in your passport) as well as your title and surname. When booking your holiday, if you wish to make a modification to a holiday we will try to assist. Should you wish to change to an alternative featured hotel, this will be charged at the difference in published price, as long as Oluokos Signature holds the space required. Additional services will be quoted upon request. Should you wish to extend your holiday by making your own private arrangements, this can usually be done subject to an administrative charge of $5 per person per night. Prices for accommodation-only bookings can be quoted on request. We accept various methods of payment.
Our pricing is up to the highest standards of our services and this strongly reflects what we offer at your destination of choice.
Oluokos Signature Best Price Guarantee protects you in one way. If you find a lower price for the same tour or activity offered by us within 48 hours of booking, send us the details and we’ll refund the price difference. No gimmicks, no exceptions. It’s that easy.
We will arrange to provide you with the various services, which form part of the holiday you book with us. Before your booking is confirmed and a contract comes into existence, we reserve the right to increase or decrease, correct errors in advertised prices and change any of the information. Changes will be made known to you at the time of booking.
4.1 Booking Acceptance
A booking is not accepted until we issue an invoice. The date shown on the invoice, which will be sent to you or your Travel Agent, is the date of booking. It is important to check the details on the invoice when you get it. If any details appear to be incorrect or incomplete, please contact us or your Travel Agent immediately as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracy (for which we are responsible) in any document within 10 days of our sending it out (5 days for tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so. Once your booking is confirmed, you will be given a reference number. Your booking reference is also used as your unique password. It is important that you do not give your reference number to anyone or it will allow access to view, amend or cancel your booking via our website.
Unless otherwise stated, your booking does not include visa fees, overseas airport taxes, overseas porterage or local taxes, levies or other compulsory charges that require payment by you, directly. Where possible, we will advise you of any local charges that may be due.
After your booking is taken and a deposit is received, a confirmation invoice will be sent to you detailing the total cost due. Full payment must be received in not less than 21 days. If we or your travel agent have not received full payment at least 14 days before departure, we reserve the right to treat your booking as cancelled by you and forfeit your deposit by way of cancellation charges.
5.1 Pricing Errors
Whilst we make every effort to ensure the accuracy of the pricing information provided, regrettably errors may occasionally occur. When we become aware of any such error, we will endeavour to notify you at the time of booking (if we are then aware of the mistake), within 7 days of the time of booking or as soon as reasonably possible. If a booking is already in place, you will have the choice to continue with the chosen itinerary at the corrected price or amend it to a different holiday. We reserve the right to cancel the booking if you do not wish to accept the price that applies to your holiday or any quoted alternatives.
It is important that you have insurance cover and that it is adequate and suitable for your particular needs. If you fail to take out insurance and have to cancel your booking, you will be charged in accordance with our normal terms and conditions. Furthermore, if you require medical/any other form of assistance whilst on holiday you will not be covered and you, in turn, may incur significant costs. Please read your policy details carefully and take them with you on holiday.
After booking, you will receive an invoice with important information relevant to your destination. We strongly recommend that you check the details carefully and read all of the information provided.
8.1 Changes or Additions to Your Holiday
If you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to assist but it may not be possible. Any request for changes must be made in writing by the person who made the original booking or their travel agent. If it is possible to make the change, it will be subject to an administration charge of $50 per booking and payment of any further costs incurred by us as a result of the change. You should be aware that any such costs are likely to increase, the closer to the departure date the changes are made. If we agree that you may change your booking to a holiday of lower value and then you cancel that holiday, we reserve the right to levy cancellation charges on the value of the original booking. Please note that save for the transfer of a booking (see below) or the addition of any offers made by Oluokos Signature which were not requested at the time of booking, it will not be possible to make changes within 21 days of your scheduled departure date.
8.2 Transferring Bookings
You can transfer your booking to another person, who satisfies all the conditions that apply to this booking, by giving us notice in writing at least 7 days before departure. Both you and the new traveller are jointly liable for paying all costs we incur in making the transfer. An administration charge will be made of $50 per person for requests made more than 21 days before departure, and $100 per person within 21 days (before departure. If you request to change all names on a booking, this will be considered a cancellation and a new booking and full cancellation charges will apply.
8.3 Cancelling Your Holiday
If you or anyone on your holiday booking decides to cancel the holiday, the lead name or their travel agent must notify us of the decision in writing as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail. Cancellation will take effect from the day written confirmation is received by us.
A cancellation invoice will be sent within 7 days. If you do not receive this, please contact us immediately in order to prevent an increase in charges. You may also check your booking has been cancelled on our website, https://theoluokos.com Should you already be in receipt of your airline tickets please also return these to us along with your cancellation request.
Since we incur costs in cancelling your travel arrangements, the following scale of charges will be payable. References to the deposit include all sums paid or payable at the time of booking.
The period prior to departure, a notice of cancellation is received by us or your travel agent
Cancellation charge per person cancelling
Prior to 61 days:
loss of deposit
60 – 42 days:
50% of total holiday cost
41 – 33 days:
60% of total holiday cost
32 – 15 days:
90% of total holiday cost
14 days or less:
100% of total holiday cost
NB: In some instances, hotels may charge a higher cancellation fee and you may therefore be charged a higher amount than detailed above.
It is important to enquire for full details of cancellation terms at the time of booking and cancellation. We would strongly recommend that you take out appropriate travel insurance which includes cover against loss of deposit and cancellation fees.
9.1 Website/Brochure Accuracy
We rigorously check the information about accommodation, resorts, itineraries etc., to ensure it is correct to the best of our knowledge before being published. Product descriptions and facilities may change before and after you book and it is worth noting that our brochures are prepared well in advance. Please check the up-to-date position at the time of booking. Please bear in mind that hoteliers, restaurateurs etc., may wish to maintain or improve their facilities, or even take a break themselves. Final details will be shown on your holiday documents. Tour, excursion, and safari itineraries may change as a result of local conditions. Circumstances such as these, or weather conditions, time of year or other situations beyond our control etc., may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long-term changes we will always endeavour to advise you prior to your departure.
9.2 Building & Development Work
Many hotels and resorts are continuing to develop, sometimes rapidly and intensively and often with little or no advance warning. Whilst we have no control over such work, as a responsible tour operator, it is important to us that you are aware of any significant building/refurbishment work that may be going on during your stay. General refurbishment at hotels is necessary to maintain standards but if we are informed of such work where this can reasonably be expected to have an effect on your holiday, we will endeavour to notify you of it as soon as possible, however near to your departure this may be.
9.3 If We Change or Cancel Your Holiday before Your Departure
We hope and expect to be able to provide you with all the services we have confirmed to you at the time of booking.
We plan arrangements a long time in advance of your holiday using independent suppliers such as airlines, hotels etc., over whom we have no direct control. On occasions, changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, occasionally, changes are significant.
We do our best to avoid cancelling holidays but we must reserve the right to do so. However, we promise we will only cancel your confirmed booking after you have made a full payment where we are forced to do so because of ‘Force Majeure as defined below.
If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:-
(a) Accepting the changed arrangements (with any refunds that may be due to you for changes to a lower category of service); or
(b) Select an alternative holiday from us, of a similar standard to that originally booked if available. If this holiday is cheaper than the original, we will refund the price difference. You will be liable to us for any additional costs payable for the new arrangements; or
(c) Cancelling the booking or accepting our cancellation of the booking, in which case you will receive a full refund of all monies you have paid to us, within 21 days.
9.4 Changes Due To Circumstances Beyond Our Control
Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage, loss or expense of any nature as a result of “force majeure”. In these booking conditions, “force majeure” means any unavoidable and extraordinary circumstances beyond our control that we or the supplier of the service(s) in question could not have avoided, even if all reasonable measures had been taken. Such events may include, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, epidemics, fire and other situations which are outside our control.
9.5 If We Change Your Holiday Accommodation
We do not control the day-to-day management of your accommodation, and in exceptional cases, it is possible that we may be advised that the reserved accommodation has been overbooked or your accommodation may have to be changed for other reasons. If this happens before your departure or on arrival at the resort we will endeavour to provide accommodation of at least the same standard in the same resort area. If only accommodation of a lower standard is available we will refund the difference between the accommodation booked and that available and will pay up to $50 per person for any inconvenience.
9.6 If We Curtail Your Holiday after Departure
Very rarely, we may be forced by “force majeure” (see 4.3) to change or terminate your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result. Please ensure you have adequate travel insurance in place to cover any such eventuality.
We will indicate whether a particular holiday is subject to a minimum number of participants for its operation. We will advise you at least 61 days before departure if minimum numbers have not been reached and as a direct result, your tour has to be cancelled.
You will then have the choice of booking an alternative holiday with us, changing your departure date at the appropriate additional cost, or having a refund of monies paid. No compensation will be payable and we are unable to offer refunds of any associated costs i.e. visas etc.
Whilst every effort is made to operate a tour as advertised, on occasion it may be necessary to make changes to the accommodation, content, routing or order of an itinerary. Unless the change significantly alters the holiday, compensation will not be payable.
9.1 Water/Electricity Supplies
In many of the less sophisticated destinations we feature, the water and electricity services struggle to keep up with the increased demands from tourism. Limited rainfall can put further pressure on their provision. Hotels do everything possible to maintain full services. However, occasional power cuts and/or water restrictions may be experienced.
9.2 Accommodation In The Tropics
In many hotels, especially beach resorts, ‘insects’ in the rooms (e.g. ants, cockroaches etc.) and the occasional rodent sighting around the hotel grounds are almost inevitable. It should by no means be taken as a sign of dirtiness, as it is simply a fact of life in these destinations. Views from some hotel rooms may be partly obscured by palm trees and other vegetation that can grow very quickly in tropical climates.
9.3 Watersports & Other Activities
Many hotels offer watersports and other sporting activities, in some cases, these may be free of charge. Please note that in the interest of your personal safety, the operators of these activities may require that you demonstrate your competence (for example a swimming test) prior to commencement and reserve the right to refuse participation for any reason if they feel this may compromise your or another guest’s safety. Please note there may be certain age restrictions for children/adults to do certain activities so please ensure you enquire locally.
Most people go on holiday for rest and relaxation, so if in our reasonable opinion or in the opinion of any hotel manager, tour leader or another person in authority, your behaviour is causing or is likely to cause danger, upset or damage to property or is persistently affecting the enjoyment of others, we reserve the right to terminate your holiday. Should this happen no refund or compensation would be paid and we will have no further responsibility for your holiday arrangements including return travel.
9.5 Personal Belongings and Lost Items
For security reasons, valuables should be kept to a minimum and packed in your hand luggage along with any medicines and some basic essentials, such as a change of clothing and toiletries. It can be easy to lose items but it is your responsibility to look after your property at all times and you must ensure you are adequately covered by comprehensive insurance. If you lose any personal items whilst on holiday, please obtain a written report from a local representative and the police, where appropriate, as these may be required if you wish to make an insurance claim upon your return.
9.6 If You Have a Complaint While You Are On Holiday
If you have cause for complaint whilst on holiday, you must bring it to the attention of our local representative or agent and the hotel immediately and they will do their best to rectify the situation. If matters remain unresolved, your concerns must be brought to the attention of the Oluokos Signature Duty Officer, without undue delay (see 5.7). It is unreasonable to take no action whilst on holiday, but then to complain upon your return. If you do not raise concerns promptly, this may affect our ability to investigate and take remedial action and it may impact the way your complaint is dealt with.
9.7 Oluokos Signature Duty Officer
Oluokos Signature offers 24-hour assistance for emergency situations and to help resolve any general issues while you are on holiday. The number provided on your itinerary is a messaging service and our Duty Officer will return your call. Many destinations have local representation and they should be contacted in the first instance, should you have a problem.
It is becoming ever more important to conserve the world’s natural resources, its landscapes, flora and fauna. Someone coined the phrase ‘Take only photographs; leave only footprints and a number of countries now use this to promote conservation. It would be hard to improve on this statement.
10.9 Coastal Conservation
Changes in season, wind direction and tides can cause the shape and beach width of some tropical islands to change. The use of sandbags and sand pumping procedures on beaches is becoming increasingly necessary, in order to minimize the effects of erosion. Reef ecosystems worldwide are suffering from bleaching, erosion and other natural declines, associated with extreme weather and climate change. Whilst the effects can be temporary, recovery can be very slow.
10 Our Commitment to You for Your Holiday Arrangements
(a) We promise to ensure that the holiday arrangements we have agreed to make, perform or provide as part of our contract with you are delivered with reasonable skill and care. This means that subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. You must inform us without undue delay of any failure or improper performance of the travel services included in this package. Please note, it is your responsibility to show that reasonable care and skill have not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).
(b) We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: –
(c) Our liability will also be limited in accordance with and/or in an identical manner to:
(b) Please note, we cannot accept responsibility for any services, which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised by us and we have not agreed to arrange them as part of our contract and any excursion you purchase in resort. In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable care and skill as set out above and we do not have any greater or different liability to you.
(c) The promises we make to you about the services we have agreed to provide or arrange as part of our contract – and the laws and regulations of the country in which your claim or complaint occurred – will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. (d) Our suppliers (such as airlines, accommodation or transport providers) have their own booking conditions or conditions of carriage, and these conditions are binding between you and the supplier. Some of these conditions may limit or remove the relevant transport provider’s or other supplier’s liability to you. You can get copies of such conditions from our offices or the offices of the relevant supplier.
(e) Oluokos Signature has no control over such decisions and is therefore unable to accept responsibility for them. Where, as a result of unavoidable and extraordinary circumstances we are obliged to change or end your holiday after departure, but before the end of your holiday, we will not pay compensation or reimburse you for expenses incurred. You should have adequate travel insurance for your holiday and claim via your insurance company for any loss or damage to luggage and/or personal possessions.
If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.
(f) Whilst you are away on holiday you may be offered the opportunity to buy optional excursions and activities. These are provided by independent local companies, which are neither owned nor controlled by Oluokos Signature, and for whom Oluokos Signature acts only as an agent (if we make a booking for you). If you decide to buy an excursion or activity, your contract will be made with the local company which provides it and it will not form part of your contracted holiday arrangements with us. The contract will be subject to the excursion/activity provider’s terms and conditions, some of which may exclude or limit its liability to you, and will be governed by local law and jurisdiction. Oluokos Signature accepts no liability for any breach of contract or act or omission of any excursion/activity provider. Some excursions/activities may contain an element of risk or require a good level of physical fitness, and, if in doubt, you should make direct enquiries with the local provider, before deciding to buy and check that you are covered by your travel insurance policy.
11 Representative Services
Please note we do not have representative services available in all the destinations we feature and therefore you will not necessarily be met on arrival. Please ensure you refer to your itinerary which will provide the appropriate contact details should you need assistance whilst on holiday.
If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for the remainder of your holiday not completed, or assist with any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
13 Volunteering Holidays
The volunteering element of your holiday involves working and, where applicable, staying in locations that tourists do not usually visit. These locations are often remote and the conditions for the people who live there are generally basic. Volunteering is not a conventional holiday activity and the organisations with whom we work do not provide services for tourists. Whilst we will endeavour to carry out certain health and safety checks on any accommodation you are intended to stay in, these checks will be limited. We do not carry out health and safety checks on the other elements of your volunteering experience as it is not practical for us to do so. We make no representations or promises as to the conditions you will encounter during your volunteering experience or that there will be compliance with any minimum standards of health, safety or hygiene. You must therefore exercise caution and take all appropriate steps to protect yourself against the risks involved.
Whilst volunteering, you are likely to come into contact with both wild and domestic animals. All animals, including domesticated ones, are unpredictable and capable of causing injury and even death. They may also carry diseases or parasites which may be passed on by close contact with the animal or its faeces. You must therefore exercise a great deal of caution and take responsibility for your own safety in any situation where animals are, may be or have been present. All instructions and guidance provided in relation to any animal, whether in advance or by anyone accompanying you, must be followed at all times and no animal must be touched or approached unless you are specifically invited to do so. As we cannot control any animal nor predict its behaviour, we cannot accept any liability for any injury, illness, death, loss, damage or other claims of any nature that you suffer in connection with any animal.
Your feedback is very important to us. As a valued customer, we may periodically send you email surveys to complete, so we can track your satisfaction throughout the course of your booking journey. We would like to know about your experience with Oluokos Signature before, during and after you travel and whether there are any elements of our service that you feel we could look to improve along the way.
15 If You Had a Problem
If a problem remains unresolved during your holiday, you should make a complaint in writing to Oluokos Signature within 28 days of the completion of the holiday. Please remember to quote your holiday booking number and daytime telephone number. We will reply to you within 28 days of receipt of your letter.
16 Law & Jurisdiction
We both agree that Kenyan Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description (hereinafter referred to as “claim”) which arises between us.